Globally, companies are losing business because of bad customer experiences, and while expectations and satisfaction differ across world markets, one thing is clear: European companies are out of touch.

Ultimately, HTML5 and RIA platforms will be complementary technologies, and enterprise development shops will need to invest in both approaches to deliver expressive applications that combine reach and richness.

Forrester's third annual Customer Experience Index analyzes the degree to which firms are effective at delivering good customer experiences and provides recommendations for building a customer experience discipline.

After extensive review of the education and distance learning market, focusing on whiteboards, web conferencing, and web tools, Adobe is recognized as a leader, with analysts stating, "Adobe has a lock on the tools necessary for creating compelling..

Even with the challenging economy, the messages and capabilities of Adobe's newest LiveCycle release should make companies stand up and take notice. The ease of use exemplified by numerous social computing frameworks and their interface need to become the

Adobe POV

Watch commentary on new research about the benefits and drivers of delivering superior customer interactions with Adobe president and CEO, Shantanu Narayen, and Karl Gouverneur, CTO of Northwestern Mutual.

Read the latest from Adobe and IDG research on the instrumental role IT plays in the customer experience. By focusing on automation and self-service applications, CIOs will give their companies a competitive edge.